I agree with you 100%.
When they’re trying to sell it to you, they’re incredible. They make everything sound effortless. The reality has been the complete opposite. The setup process has been a nightmare. I’ve been passed around to three different menu builders. Two of them just disappeared. I have no idea if they were moved, quit, or fell off the edge of the earth, but they were gone without a trace. Now I’m on my third one.
I was told my updated menu build would be up on October 6. It’s now November 18. Still nothing. We went live three months later than scheduled because the menu wasn’t finished. And now here we are, three months after going live, and I’m still dealing with the same issues I’ve been reporting from the start with promises for the areas to be rebuilt. I keep getting bounced around, and nothing actually gets resolved. I could go on and on....
I’m honestly really disappointed. The back-of-house system is better than most POS setups, but getting through the setup phase and finding anyone who can actually help has been a complete nightmare. I think the most knowledgable person I've dealt with was our installer. I honestly think he would have done a better job at building our menu if I had him for more then the couple hours of install. The wild part is they tried to convince us to do the install ourselves after we signed the dotted line and were told the opposite. Assuming restaurants are their customer base you would think they know how insanely busy we are, how many hats we wear and that we have no time to add computer architect to that list. During the sales pitch, they assure you everything will be handled for you. The second you sign, all of that goes right out the window. And don’t even get me started on our go-live date. First we were promised an in-person rep. Then that vanished, and we were downgraded to online support. So in the middle of the chaos of learning all new machines in realtime, every time we needed help we had to log in. None of them the same person, most clearly not even in our country or English their primary language. And half the time, the issue wasn’t actually resolved.
